Company Description:
NICE is seeking a Problem Manager / Senior Project Manager to lead high-impact operational initiatives focused on reducing Mean Time to Mitigate (MTTM), improving service stability, and driving cross-functional execution across Technology, Operations, Support, R&D, and customer-facing teams.
This role is ideal for a strong project manager with deep operational problem-solving experience — someone who can take ownership of complex service issues, organize multiple teams, drive structured execution, remove blockers, and deliver measurable improvements in reliability and operational performance.
The successful candidate will not only manage projects but also lead operational improvement programs that prevent recurring incidents, improve incident response, reduce manual effort, and strengthen service readiness. Strong project management discipline is mandatory for this role, including the ability to build plans, manage timelines, track dependencies, communicate risks, and hold stakeholders accountable.
This position requires a highly organized, data-driven, and execution-focused leader who can operate in a time-sensitive environment and drive results across multiple teams.
Job Description:
Job Description
The Problem Manager / Senior Project Manager will be responsible for leading major operational initiatives designed to reduce MTTM, eliminate recurring issues, and improve service resilience across the organization.
Key responsibilities include:
- Own and drive end-to-end operational improvement initiatives from discovery through execution, validation, and closure.
- Lead cross-functional initiatives involving Cloud Operations, Support, SRE, Engineering, R&D, Product, and customer-facing teams.
- Manage major problem-management workstreams focused on reducing incident volume, improving mitigation time, and preventing repeat failures.
- Build and manage detailed project plans, timelines, milestones, dependencies, risks, and action registers.
- Drive accountability across teams to ensure operational initiatives are completed on time and deliver measurable business outcomes.
- Analyze major incidents, recurring defects, operational gaps, and support trends to identify improvement opportunities.
- Partner with technical teams to convert problem statements into actionable remediation plans.
- Track and report progress against key operational metrics, including MTTM, MTTR, repeat incidents, alert effectiveness, automation coverage, and service stability.
- Facilitate regular governance meetings, working sessions, and executive reviews for major operational initiatives.
- Prepare clear executive-level status reports, dashboards, and presentations covering progress, risks, blockers, and decisions required.
- Coordinate remediation activities across multiple teams during post-incident follow-ups and long-running stability programs.
- Ensure corrective actions from RCAs and postmortems are converted into structured projects with owners, timelines, and measurable outcomes.
- Drive standardization of operational processes, runbooks, escalation models, and readiness practices.
- Identify automation opportunities that reduce manual mitigation effort and accelerate recovery.
- Maintain strong stakeholder relationships with internal teams, business leaders, and customer-facing organizations.
- Escalate risks and blockers early, using facts and data to influence prioritization and decision-making.
- Mentor and guide team members on project discipline, operational ownership, and execution excellence.
Qualifications:
Required Qualifications
- 8–12 years of IT industry experience, preferably in enterprise SaaS, cloud operations, infrastructure, support, or technology delivery.
- Minimum 5 years of hands-on project management experience leading complex technical or operational initiatives.
- Strong background in problem management, incident management, operational excellence, or service reliability improvement.
- Proven ability to lead major initiatives across diverse technology and operations teams.
- Demonstrated experience reducing operational pain points such as repeat incidents, long mitigation times, manual processes, and poor cross-team coordination.
- Strong project management skills, including planning, execution tracking, dependency management, risk management, and stakeholder communication.
- Experience building and managing project plans, executive status reports, RAID logs, action registers, and governance routines.
- Ability to use facts, metrics, and trend analysis to influence decisions and drive accountability.
- Excellent written and verbal communication skills, including the ability to communicate clearly with executives, technical teams, and customer-facing stakeholders.
- Strong problem-solving skills with the ability to break complex operational issues into clear actions and owners.
- Ability to work with minimal supervision in a fast-paced, time-critical environment.
- Ability to prioritize effectively and adapt quickly to changing business and operational needs.
- PMP, PRINCE2, ITIL, or equivalent certification preferred.
- Bachelor’s degree in Computer Science, Business, Information Technology, or equivalent work experience.
Preferred Qualifications
- Experience working in a cloud/SaaS production operations environment.
- Experience with incident management, postmortems, RCA follow-ups, and service improvement programs.
- Familiarity with ITIL practices, especially Incident Management, Problem Management, Change Management, and Continual Service Improvement.
- Experience working with ServiceNow, Jira, Confluence, Power BI, Grafana, or similar operational tools.
- Experience driving automation, monitoring, alerting, or self-healing initiatives.
- Experience in financial services, compliance, AML, risk management, or regulated technology environments is a plus.
- Experience working with global teams and managing initiatives across multiple regions or business units.
Additional Information:
The success of this role will be measured by the ability to:
- Reduce Mean Time to Mitigate
- Reduce repeat incidents and recurring operational problems
- Improve execution of RCA corrective actions
- Increase operational readiness and service stability
- Improve cross-functional accountability and delivery predictability
- Reduce manual mitigation effort through process improvement and automation
Deliver major operational initiatives on time with measurable business impact
